26 Customer Reviews
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Review from Kerry D
1 star06/04/2024
They are the worst! Cost a lot but customer service is awful! About 8 months ago the sound would cut in and out, the picture would freeze and the whole image would be out of focus. Then it wouldn't reboot. Call and it would advise going to their web site. That's not going to help with more advanced technical problems. Then I've had some technical advisors who didn't seem to know what they are doing. Once when I got frustrated and said I was just going to cancel my service the tech, in a very cold voice, told me to go ahead. Well about 2 months they said I needed a new cable box. *** installs and it wouldn't record certain programs. So I returned and got a different box and more problems. Finally a tech set it up and it has worked fir about 6 weeks. Tonight screen froze and it wouldn't reboot. And yes I tightened the cables which I find redundant because I haven't moved or touched anything near the **** Meanwhile I'm paying for all these hours and days it doesn't work or I'm waiting for service. I'm thinking it's time to get out of this company.Review from Miriam D
1 star05/13/2024
So not under circumstance go with this company if you have a choice. They have only been able to survive by monopolizing certain markets. Unprofessional, unethical,uncaring company.
Cox Communications of Northern Virginia Response
05/16/2024
Daer BBB: The *** Northeast Executive Escalations team responds to our customer's review ID ******. We are very sorry to see your comments as shown. We would be glad to assist you further, to discuss your concerns. Please reach out to one of supervisors at ************** as this agent would be glad to further review your concerns with respect to your statement. Respectfully, The Northeast teamReview from Martin M
1 star05/12/2024
I have had *** Cable in Southeastern Virginia, Virginia Beach since 1984. On and off at different addresses, as i am a Naval Officer and moved a bit.They are the worst corporation in any State, and doing any kind of business.They turned a 4 hour 'Network Upgrade' in our 'area' on 29 April/Monday, 2024, into a two week nightmare. Today is Mothers Day...(14 days and counting of multiple and long outages of internet and TV), and my call to my Mom in ********(we are originally from *********/***********), dropped out twice.Thanks ***. You take my money. You provide c*** for service - the ****************** is even worse than you can imagine. They owe me thousands of $$$ in lost business, lost productivity, lost peace of mind.Monopoly. Alive and well. Cox Communications and Cable. Modern day Pirates.Cox Communications of Northern Virginia Response
05/14/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. *** Communication field services completed repairs on 5/14/24 to correct issue causing intermittent service loss. Our specialist provided the customer with their direct contact phone number if any additional assistance is needed. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the BBB has given to us to assist our customer. Senior ************* Specialist Executive Escalations Support TeamReview from Yolanda A
1 star04/15/2024
*** is just horrible and if they didnt have a monopoly on the internet services where i live i would just change them but they do so here i am. Ive been having problems with my service for 2yrs straight. Every couple of months the service becomes very slow and not moving correctly not allowing me to add my cell phone and then i call *** and they give me a new modem. This last time the tech told me they werent going to keep doing this so he told me i needed different help where someone would have to come and change wires and such. When the day came that that was supposed to happen it didnt happen and i was again told i needed something different done. I told this tech i am through with this and tired of being told i need things done that i dont. I then spoke with manager who told me he would attempt to compensate me for all the issues ive been dealing with from the techs and such. I became a little happier. The tech then moved my modem to my room and that was it. My service remained horrible so next day i called tech and he called manager. Manager came and told me the issue was with the entire street and that *** was already here on the pole. He told me he'll know more by monday (this was a Saturday) and that he will call in report about compensation. I was ok with this. I didnt hear anything at all back the entire week so i texted Friday asking for an updat which i was told he would be calling in report Saturday and would keep me posted and i was not happy with this but i waited. It is now monday again with no text or call from manager and im just really over this service. I wish i could go anywhere else but theres no where to go where i live. My service has been decent ever since but i do have a new modem and i feel this is why and in a few months ill be calling them again to go through the same c*** all over. Im leaving this because i dont think this is fair or right for a crappy company to have a monopoly over services in one area.Review from Raymond B
1 star02/29/2024
This company is an absolute joke! We had a storm roll on in and it must have killed our company modem... We found out the next morning upon arriving and opening this facility. I immediatley called Cox to state our modem is completely out (no power) and I needed help. I was asked if, I tried plugging in the modem elsewhere and a bunch of other questions. I answered all questions and was told someone would reach out within a few minutes. I called back at 0900 after hearing nothing yet. I was told that we have been added to the emergency list and a tech could be reaching out between 1500-1700 that afternoon... I explained I had a business to run and cannot be down all day like that. I was basically told "tough shit" it's how Cox works. I offered to pick up a modem or meet with someone to get going quicker and once again told it's not their policy... So, their policy is too leave a business customer to sit all day??? I called numerous times throughout the day to find out anything I could, and was hung up on by a Tonya and a JD, I was told too just wait, and finally a supervisor Daniel said it's not his problem and that there are policies in place. I was also told I could go "BUY" a modem and have it compatible to work with COX Business, or I'd just have to wait. I am applaud with the service I received not to mention the amount of money we lost for the day! I will be seeking further assistance and reaching out to the AG, FAA, media and anyone else who's willing to help with this matter!!! Being held captive is what it feels like doing business with Cox Business!Cox Communications of Northern Virginia Response
03/01/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns and have provided a successful resolution. We will provide feedback internally to prevent this sort of thing from happening again in the future. We have also credited the customer's account for their troubles. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the BBB has given to us to assist our customer. Gabe D. Executive Resolution Specialist Cox Communications, Northeast RegionReview from JK A
1 star02/24/2024
Stay away from Cox if you have a choice of another provider. Cox is the ONLY available internet provider in my area. Their service is awful. I am in the midst of a 10 day interruption with no end in site. No one at Cox customer service has been able to give me a date in which when the service will be up and running again. This is unacceptable and extremely inconvenient as I work from home on my computer. No one company should be afforded this type of monopoly over customers.There are several other providers in the general vicinity however, they are NOT allowed to service my location.Cox Communications of Northern Virginia Response
02/27/2024
We apologize for the frustrating experience and appreciate the opportunity to address the customer's Internet concerns. Cox can confirm there was a power outage in the customer's area which caused the Fiber Modem to remain offline until rebooted. Sincerely, Cox Executive Escalations teamReview from Anthony J
1 star01/30/2024
So much for having their plan. The only bundle is Cox bundling your money. Even if you are a senior citizen and customer of 40 years, still they raise the rates.Cox Communications of Northern Virginia Response
02/06/2024
Dear BBB, Cox Communications responds to BBB review ID # 409834 filed with your office on January 30, 2024. Our Sr. Customer Care Team has attempted to contact our customer in response to his review, but we have not been successful in reaching him. If our customer would like to discuss their concerns further, we ask that they contact our Specialist at the contact information that we provided via voicemail and email. Sincerely, The Cox Sr. Customer Care TeamReview from Nathaniel D
1 star01/19/2024
I was told when I got a Cox mobile plan that my Internet bill will be lowered when I got the phone activated they told me that I would be paying a lower monthly bill that was a lie and when I spoke with a supervisor, she couldn’t honor the deal that I was promised, and when I asked her if everyone I spoke with lied to me, she said yes.Cox Communications of Northern Virginia Response
01/25/2024
Dear BBB, Cox Communications is responding to the review received from your office on January 19, 2024, with the assigned BBB Review ID of 407197. A Sr. Customer Care Specialist contacted our customer on January 24, 2024, in response to his review. The Specialist confirmed that our customer was provided incorrect information by a Cox representative concerning his promotional monthly rate. Cox apologizes for the error that occurred and will use this opportunity for coaching our agents. As a goodwill gesture, Cox will honor the promotional monthly rate he was quoted. The Specialist made the necessary adjustments to his monthly rate and applied a credit for the difference of his previous billing statement. Our customer indicated that he was satisfied with our resolution. We provided our customer with our direct contact information should he have additional questions or concerns regarding this matter. Sincerely, The Sr. Customer Care TeamReview from Tim T
1 star01/17/2024
Don't use cox they charge u for a service you didn't ask for and then refused to refund you your hard earned money one supervisor apology and tell you wait for a credit to hit your account and then can refund it back to your account and to wait for a email and the email never come then once you call nobody know what your talking about the worse customer service I ever had to dealCox Communications of Northern Virginia Response
01/23/2024
A member of the Executive Escalations team contacted the customer and explained that a customer has sixty days to dispute their bill, even though evidence indicates customer was aware of the billing for video services, as a one-time courtesy Cox has applied a second month of service credit for the video services. Since there is no credit on the account there will be no refund provided. Cox appreciates the opportunity to address our customer's concern. Sincerely, Cox Executive Escalations TeamReview from Nicole H
1 star12/29/2023
Internet Outage now going on day 5 in my area Chesapeake VA - NO ONE can tell me anything - how long etc - presented at the local Cox store and have made several calls all I get is: UPDATE: We're sorry this complex network issue is taking longer than expected to resolve. Rest assured, a dedicated team is actively working to restore consistent service. We apologize again for the inconvenience and will continue to provide daily text updates. Horrible horrible horrible service - again horrible service - horrible - you simply have to wait and wait - yet guess what? They surely have billed me for the month! Go figure. Network impairment We've identified a network-impacting event affecting the consistent delivery of service to your home. We know this can be frustrating, but we do appreciate you patience while our teams work to resolve Very very tired of waiting.Cox Communications of Northern Virginia Response
01/09/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns and have provided a successful resolution. The customer received a SMS message stating the service outage was resolved on 1/2/23. Our specialist advised the customer that Cox field support will continue to monitor the network to verify stability. Our specialist provided the customer with their direct contact number to report if any technical issues re-occur this month. Our specialist offered to credit the customer's account, but the customer opted to go directly to a Cox Solution store to discuss credit. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
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